LyraCasino - Player has exceeded deposit limit.

Hello!

I was playing on a website called LyraCasino, and just before I deposited money, I asked for a deposit limit of 50€ per day, per week, and per month, but ended up losing over 1000€.

What are my rights in this situation?

Note: I contacted customer service before making the deposit and received confirmation that they would handle it, but they did not.

Hello wrgbdng9sg,

Thank you very much for submitting your complaint and I'm really sorry to hear about your issue with LyraCasino. Please allow me to ask you a few more question before we would move forward.

Could you please advise when exactly did you request for the deposit limit and how long after that did you deposit? When was the last time you spoke to the casino and what was it about? Do you have any evidence of requesting the deposit limit from the casino?

Looking forward to your answer.

Regards,

Nick

Hello!

22/2 at 23:43 I requested and the first deposit was 23/2 at 00:02.

There e chat also that customer service confirms about this, have contacted customer service via email as well.

Customer service also forwarded the case.

Mentioned the responsible gambling policy to them so the matter was therefore sent on. I have every right on my side, the casino can have nothing to defend. Deposit limits must be available, that they are not and at the same time claiming that they follow and work based on Responsible Gambling is not correct.

Hello wrgbdng9sg,

Would it be possible to forward the communication between you and the casino where you requested for the deposit limit to nikolas.b@casino.guru?

Hello!

I haven't had the chats emailed to me but I have contacted them and in order for them to help me I have to do a KYC and hopefully they will refund me. Have asked for the chats but got no response

Hello wrgbdng9sg,

Please note that sometimes it may take a even a day for setting such limits. Many casinos has outsourced live chats and your request needs to be forwarded to a casino representative which may take up to 1-2 days (only in case of setting the limit by your own within your casino account should be instant). Can you please advise if the limit was activated ever since and if yes, when exactly?

Dear wrgbdng9sg,

We are extending the timer by 7 days. Please, be aware that in case you fail to respond in the given time frame or don’t require any further assistance, we will reject the complaint.

Unfortunately, the player has not responded to our messages and questions. Consequently, we are unable to investigate further and have no choice but to reject this complaint.

The player can reopen this complaint at any time.

We’ve reopened this complaint at the request of wrgbdng9sg. We would like to allow this case one more chance to be resolved and help both parties involved to reach a satisfactory conclusion.

Hi wrgbdng9sg,

I wanted to inform you that since Nick, your assigned resolver, is currently on vacation, I have decided to extend the timeline by an additional 7 days. Given that Nick possesses the most comprehensive understanding of your situation and maintains direct communication with the casino, I believe this extension is warranted. Your patience is greatly appreciated, and I assure you that Nick will reach out to you as soon as possible.

Thank you for your understanding and continued patience.

Hello!

Thank you very much!

Sincerely

🫶🏼

Hello wrgbdng9sg,

Could you please answer to my previously asked question regarding the deposit limit?

No? It took time before the limit was set?

Hello wrgbdng9sg,

To move forward with this current case, we would need the proof that you have requested for the deposit limit and when exactly, and how long after that did you deposit there.

Unfortunately, without a relevant proof, we will be forced to reject the complaint.

Dear wrgbdng9sg,

We are extending the timer by 7 days. Please, be aware that in case you fail to respond in the given time frame or don’t require any further assistance, we will reject the complaint.

Unfortunately, the player has not responded to our messages and questions. Consequently, we are unable to investigate further and have no choice but to reject this complaint.

The player can reopen this complaint at any time.